Description

This course draws upon the latest thinking and research into customer behaviors and the science and psychology of buying to provide attendees with an interactive and insightful guide to the more advanced practices of Customer Service Management.

Course Objectives:

Understand the need for customer care skills

Identify strengths and weaknesses in the organization’s customer care approach.

Gain the ability to use influencing skills to build long-term relationships with key customers

Learn how to describe different customer behavior styles

Be able to maximize the opportunity given by a complaining customer

Clearly, understand what exceptional customer care looks like

Understand the importance, and use of, the telephone, the internet and social media in delivering exceptional customer service

Understand how to deal effectively with anger, aggression, and complaints

Understand the importance of security and personal security

Assess and analyze customer satisfaction

Who Should Attend?

Directors and managers

Marketing professionals

Brand makers

Executives

Those who would like to develop and enhance their marketing skills

Course content

Day One: The World Of Customer Service Excellence

Excellence in customer service and what it looks like

Identifying how excellence in front-line customer service is delivered and managed

Assessing the quality of the service that you offer

Concepts of customer care and the customer decision process

Models for managing customer care,

The psychology of customer care – an outline.

Dealing with criticism, controlling anger and aggression

Understanding what your customers say about you and your organization

Day Two: Gaining A Greater Understanding of Your Company’s Service Delivery

The connection between customer service and reputation

Examining the evidence for investing in excellent customer service

Understanding Porters Value Chain – how do you create value for your customers

Who are your internal suppliers and customers?

What are the systems that help you all to deliver excellence to the customer?

Building lasting rapport with your customers – internal and external

Creating a lasting first impression

Step into another person’s shoes to better appreciate their experiences and motivations

Day Three: Communication Masterclass

Achieving crystal clear communication?

Powerful listening and questioning techniques to understand what customers need

Typical customer behavior patterns

Body language clues that show how others are thinking and responding to you

Lenses or filters to communication

Communications models

Using perceptual positions to understand your customers’ point of view

Choosing communication channels to increase engagement

Day Four: Managing The Delivery of Customer Service Excellence

Delivering a next-generation customer experience

Developing a customer strategy – planning for an interactive business relationship

Change management of processes, metrics, incentives, and skills to deliver the customer experience

Benchmarking to achieve competitive differentiation

Setting up internal information supply streams that flow through and around the organization

Knowledge management as a customer service tool

Using a performance management framework

Coaching – a tool for self and others

Day Five: Planning to Achieve Customer Service Excellence

Developing a plan to deliver excellence

Presenting your plan to top-tier management

Assertiveness and what it means

Dealing with difficult people in an assertive way

Maintaining high standards of customer service

Reviewing the service that you offer and reacting accordingly

Embracing change for the good of all

Personal development planning

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